Lead Customer Service Representative

Job Summary

To support a growing customer service team, the full-time Lead Customer Service Representative will handle escalated member concerns, provide Help Desk support, and assist with training opportunities in a hybrid work environment based in Somerville, MA.

Key responsibilities

• Handling escalated member inquiries and providing timely resolutions via phone, chat, email, or fax
• Operating the Help Desk to support the Customer Service team and assisting with technical issues
• Identifying trends in escalations and collaborating with management to enhance training and performance guarantees

Required qualifications

• GED or High School diploma with technical medical knowledge; college coursework is desirable
• Minimum of 2 years of previous call center or customer service experience
• Local to Somerville, MA
• Strong analytic skills and technical acumen, including proficiency in word processing, spreadsheets, and database management
• Ability to work independently and collaboratively in a team environment